Discovery administration

I am disappointed at the administration at Discovery. My mum in law is a member and has been paying her membership via cash deposit. She was advised last year to pay R1210 for her membership. To our surprise today she receives a message stating that the membership has been cancelled due to 'non-payment'. I call the number, only to get through to a consultant telling me that the amount that we needed to pay is R1279. When I asked about the membership fee difference i was told the fee went up last year and communication was sent to an incorrect email. So the payment has been in arrears for months but NO COMMUNICATION has been sent through from Discovery, no phone call no email. Only now an SMS to say the membership is cancelled. So all that months of a shortfall has added up to R1374, which must be paid to avoid a lapse. Now I ask you, if as a company, you can see you are not getting the full amount, do you not communicate with your member and enquire about it? I was advised that an attempt was made on the account, via debit order, to retrieve the shortfall but money wasn't available. Fine. But after that, don't you call the client, or send an SMS to find out about the outstanding amount. You quick to send messages about ending the membership, but not quick to get the shortfall money until its dire straits. This is nonsense. Now we have to scramble to get that money, which we have no idea where we going to get, to pay for a mistake that was made by Discovery in the first place. And to top it all, the woman on the phone couldn't even tell me when exactly the membership will be cancelled because "I don't know when the system updates this". So basically we in limbo as we caught between getting money, and wondering when the system is going to officially cancel the membership, due to non-payment. As if we don't have enough stress and worries about everything else going on in the this country.